Offering rebates as a form of service recovery can actually backfire

It happened, again. You know the script: the internet is down; you try all the tricks in the book; they don’t work; you call the provider; they tell you that “we are experiencing some technical problems in the area”; they apologise; eventually, they offer you a rebate on your monthly fee which hardly makes up … Continue reading Offering rebates as a form of service recovery can actually backfire

Issues to consider when using social media to collect qualitative data

Back in 2014, I contributed a short article for the book “Social Media in Social Research: Blogs on Blurring the Boundaries”. Recently, I found myself going through these same points with someone, who is looking at using social media data for a research project. In case this is useful for others in similar situation, here … Continue reading Issues to consider when using social media to collect qualitative data

Malicious social bots are targeting brands, too

Social bots create misinformation, fabricate online reviews and spread false news about political candidates, maliciously attempting to control and manipulate public sentiments, and disrupt the democratic process. But are social bots “only” disrupting political life, or are they having an impact on brands, too? And, if so, what’s the consequence of that? Xia Liu investigated … Continue reading Malicious social bots are targeting brands, too

[Miscellany] Covid-19 vaccines – intentions, celebrities, and marketing strategy insights

The Covid-19 vaccine effort is truly exceptional. First, how scientists have developed the vaccines at incredible speed. Then, the logistics of manufacturing, distributing and delivering the vaccines around the world. And, now, the effort of convincing citizens to get vaccinated. According to the Omni Calculator, given the UK government’s priority list, and assuming a vaccination … Continue reading [Miscellany] Covid-19 vaccines – intentions, celebrities, and marketing strategy insights

Artificial Intelligence Committee report – Roadmap for the UK

The Artificial Intelligence (AI) Committee has just published its report, providing a roadmap for the UK government, when developing the country’s national AI strategy. The Committee delivered 16 recommendations, across four areas of intervention. They are: Image source The full report – which is very readable – is available here. I particularly like priorities 5, 6, … Continue reading Artificial Intelligence Committee report – Roadmap for the UK

Friends and cookies – How we let our guard down, when interacting with technology

Individual biases shape what technology looks like, and how it works. For instance, the algorithm developers’ biases determine which “tune” we get when we ask Google for the “national anthem” (answer: The US one), or the type of conversations that Barbie might have with a child. That is why it is so important that development … Continue reading Friends and cookies – How we let our guard down, when interacting with technology

Blogging as an academic – what not to do

This week marked the 11th anniversary of this blog. For the past few years, on this week, I have published blog posts encouraging others to blog, and sharing some tips, based on my experience. However, the past year has been so different from the usual that I thought that I might do something a little bit different, here, … Continue reading Blogging as an academic – what not to do

Channel 4’s “Deepfake Queen” video – Good idea, bad timing

It is a tradition, in the UK, for the Queen to address the nation on Christmas day, via a message which is broadcast on BBC. Another tradition is for Channel 4 (a commercial TV channel) to broadcast its “alternative Christmas message”, at the same time. The message usually flags a contemporary, social issue – such … Continue reading Channel 4’s “Deepfake Queen” video – Good idea, bad timing

Musical diary 2020

Here is the playlist of songs that marked my year. Unsurprisingly, 2020’s list is dominated by tunes that remind me of the Covid-19 pandemic, and of being in lockdown. For instance, Under Pressure reminds me of the four of us living, working, schooling, exercising, etc… in a small flat; and The Middle reminds me of … Continue reading Musical diary 2020